Incompetence and misleading customer service on suspended line

Hi there,

I am submitting a complaint for appalling service on the ADSL line ********** 913.

I’ve been calling Telkom for over an hour today trying to sort our our line which was suspended and to work out why. First I spoke to technical who referred me to billing because they said the line had not been paid up. Billing then informed me that the line was paid up and that I should check with technical why the line was really suspended. I then spoke to technical who said there was a hold on the broadband internet but that they could not let me know why and that I had to speak to sales. I then spoke to sales who said that due to a cancellation request they had cancelled the ‘value added’ service of the broadband internet. I requested that this get re-activated immediately because we only want to cancel the service once the new internet is installed. The sales rep said that they needed to confirm with the account owner at that stage and then the call cut off. As it stands after over an hour calling various departments and trying to resolve a very simple issue, the internet here is still not working.

Why was I/the landlord not contacted and informed that the line would be suspended immediately? Please re-activate the line and we can advise you on a suitable termination date for the service?

Please escalate this complaint to management and contact me to let me know the status. Thanks, Paddy ********** 706